Hands-On IT Support Lead for Pharmacy Systems

Octa

Nijmegen, Amsterdam

Hybrid

EUR 60,000 - 85,000

Full time

14 days+

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Benefits offered by this job

Pension scheme

Travel allowance

Hybrid work option

Job summary

OCTA Pharmacy Group in the Netherlands is seeking an experienced, hands-on IT team lead to head the first/second-line support for our pharmacy network. You will manage two staff, stay hands-on on frontline support, and drive structure, quality and predictable IT service delivery across AIS, printers and workstations.

You will liaise with PharmaPartners, CGM and E‑Zorg, ensuring smooth disruptions handling and escalation.

Qualifications

Demonstrable knowledge of Pharmacom and/or CGM Apotheek.
Experience with pharmacy practice and AIS integration.
Experience with E‑Zorg connections and secure healthcare connectivity.
At least 5 years’ experience in first- and second-line IT support.
Coordinating or hands-on managerial experience.
Thorough knowledge of Microsoft 365, Windows and Entra ID.
Experience with ITIL processes (incident, problem, change).
Process-oriented and able to stay calm under pressure with strong coaching/communication.
Excellent command of Dutch; resident in the Netherlands.

Responsibilities

Providing day-to-day first- and second-line support for pharmacies and offices (50–60%).
Analysing and resolving disruptions in the AIS (Pharmacom/CGM) – printers – workstations chain.
Liaising with PharmaPartners, CGM and E‑Zorg for faults, changes and new branches.
Managing and coaching two support staff; establishing ticket handling structure.
Monitoring SLAs and quality; acting as escalation point for complex incidents.
Developing ITIL processes and a knowledge base; reporting KPIs.